J

Jose Salomon Gonzalez

About

Detail

Mexico City, Mexico

Timeline

work
Job
school
Education
folder
Project

Résumé

Jobs verified_user 0% verified
  • Instructure
    Technical Lead (Tier 2–3 Support)
    Instructure
    May 2020 - Current (6 years 3 months)
    Instructure is a global SaaS company delivering cloud-based education platforms at scale.Act as a senior escalation point for complex customer-reported issues, owning cases end-to-end while meeting SLA commitments.Investigate and troubleshoot application issues related to Ul behavior, configuration, workflows, and system integrations.Ask targeted diagnostic questions to gather complete context (IDs, workflow steps, error messages, environment details).Diagnose issues using application logs, SQL data validation, and structured reproduction steps.Classify issues as questions, technical defects, or feature requests and escalate appropriately via Jira to Product and Engineering.Collaborate cross-functionally to reproduce issues, track fixes, an
  • P
    Member Support Representative (Tier 2)
    Parchment (Acquired by Instructure)
    Nov 2018 - May 2020 (1 year 7 months)
    Parchment provides secure digital credentialing services used by institutions and students nationwide.Delivered Tier 2 technical support via email and phone for time-sensitive, customer-critical workflows.Troubleshoot configuration issues, transaction errors, and platform usage questions.Managed tickets in a CRM system with >95% documentation accuracy.Routed and escalated issues based on severity, impact, and resolution path.Supported peak-volume operations while maintaining consistent service quality and customer satisfaction.Tracked recurring issues and contributed insights to improve support processes and documentation.
Education verified_user 0% verified
  • Phoenix College
    Associate Degree: Computer Information System
    Phoenix College
    Aug 2013 - May 2015 (1 year 10 months)
    SQL / DatabasesNetworkingSystems AnalysisWeb fundamentals
Projects (professional or personal) verified_user 0% verified
  • S
    Statewide Assessment Platform Implementation (HiSET Exam – Oklahoma)
    Jan 2025 - Feb 2026 (1 year 2 months)
    Supported a large-scale platform launch as part of an implementation and sustain effort.Validated integrations, data flows, and system readiness across multiple stakeholders.Assisted with post-launch incident investigation and operational stabilization.